00:02
A new team member sheepishly
walks up to Candice
and points out a documentation oversight
and asked for the missing information.
00:12
Candice looks into his eyes and
is insulted at the accusation.
00:18
She feels her blood begin to boil. She
thinks "Why is he bringing this up?
Is he trying to get me in trouble? Will I
be reported like he never makes a mistake?"
Come on. Her self-talk goes rampant.
She embraces the eye roll and scoffs.
00:38
She fills out the information,
turns her back, and walks away.
00:43
The new team member is intimidated,
worried, and confused.
00:49
He did not intend to cause a fuss but he needed
the missing information to do his job well.
00:56
He made a mental note for his future exchanges with
Candice and began to be more cautious in her presence.
01:05
This exchange exemplifies an emotional
intelligence programming model.
01:12
Every person has a story, experiences,
things they have been told or seen
that impact the programming or
storytelling within ourselves.
01:23
These stories, these experiences, these relationships
make up the programming of who we are.
01:31
Our EQ begins with our programming.
Programming then impacts our thoughts.
01:38
Candice interpreted someone pointing
out a mistake as accusatory
and associated the encounter as
trying to get her into trouble.
01:48
You may have experienced a dog attack and have
hesitations and attack possibility thoughts about dogs.
01:56
You may have tasted excellent spaghetti
and meatballs at your grandparents' home
and associate the taste with pleasant
memories and thoughts of your grandparents.
02:06
You may have had a patient that made comments
about your attentiveness to their needs,
judged your competency as a nurse or said
hurtful things about your level of care.
02:18
You may associate mild patient criticism with the
very hurtful things that were said in the past.
02:27
You may have experienced bullying in
your workplace from more senior nurses
and associate microaggressions with thoughts
of territorial or egotistical personas.
02:40
All of these are examples of how our
experiences impact our thoughts.
02:47
Now, our thoughts
impact our feelings.
02:52
Perhaps when you heard the story of a
dog attack, your heart rate spiked.
02:57
You emphatize with the
fear of an attack.
03:01
Perhaps when you heard the story about eating a
good meal with your grandparents, you smiled.
03:07
You may have a warm feeling
of home and comfort.
03:12
If you no longer have living grandparents, you
may have had feelings of loss or longing.
03:18
If you have an estranged relationship with your grandparents,
you may have feelings of bitterness or regret.
03:26
This is a good example of how your programming
can impact your thoughts and feelings.
03:33
In the workplace, stories of patient
criticism or co-worker bullying
may spark a strong emotion reiterated
through stories and thoughts.
03:45
The new team member may have
feelings of anxiety around Candice
because of the initial experience of
confronting her about a challenge
which resulted in negative self-talk about Candice
which invoked feelings of anxiety and distress.
04:05
So, programming impacts thoughts or self-talk,
which impacts our feelings and emotions
and all of these can directly
impact our behavior.
04:19
Candice and the new team member
may have a strained relationship
and slight distress moving forward
with the current self-talk.
04:31
This may manifest itself in behavior such as hesitancy
or no communication, not reporting errors and gossip.
04:41
This could manifest itself in raised voices,
eye rolls, and dismissive comments.
04:49
Emotional intelligence plays a massive role not only
in your success as an individual care provider,
but also in your role as a team member helping to
create wellness in your workplace and community.
05:06
Now, the good thing is that you can alter
your programming model. That's right.
05:12
Candice and the new employee
could have a conversation
and perhaps Candice could explain
that she was having a bad day.
05:20
Perhaps, the new employee could explain
that he was only trying to do his job
and did not intend to accuse
her of poor competency.
05:30
The programming or
storytelling can change.
05:34
You can change your programming without
a sit down conversation with everyone.
05:40
You cannot alter your experiences
or stories that you've lived.
05:45
You can alter the self-talk and thoughts which will impact the
feelings and emotions which will directly alter behavior.
05:56
This has a dramatic impact on your
personal emotional intelligence
and the feeling of psychological
and tangible safety in the team.
06:08
Higher levels of EQ in a team have been proven time and
again to drive feelings of psychological safety in teams.
06:18
This manifests itself in powerful
ways in the medical field.
06:24
Let's take a moment to focus
on psychological safety.
06:28
A psychological safety is a captivating concept first
academically proven by a researcher named Amy Edmondson
setting hospitals and setting charge
nurses and nurses in the hospital.
06:42
She discovered that the best charge nurses had higher
rates of reported accidents than a poor leader.
06:51
Now, this seems a little weird. It should be a good
leader that has less accidents reported. Right?
But it wasn't until Amy did qualitative research that
she found that the keyword in this study was reported.
07:10
In psychologically safe teams, the team
members felt safe to report their mistakes.
07:18
And on teams where they fear
their leader, they didn't.
07:22
And now, besides the widely ethical legal and
practical issues with not reporting medical mistakes,
my point is this...It is only in the psychologically
safe environment where team members felt safe
that they could continue to
develop and learn and grow.
07:43
So, here's what I want you to do. I want
you to identify what behaviors you desire.
07:52
How can you alter your self-talk to better
create an environment where everyone can thrive?